The urgent need to innovate
Innovation programs may not come to mind as a top priority for businesses struggling to manage the impact of COVID-19. But it’s actually an ideal time to spur enterprise-wide innovation programs to create meaningful solutions to manage the crisis, as well as to develop innovations that will enable organizations to position themselves successfully over the long term.
The focus on customer interactions is particularly important. In the aftermath of COVID-19, the age-old “customer is always right” mantra that stresses the importance of good customer service will be even more prevalent. That’s because technology is now amplifying this principle: customers today not only have higher expectations, but also a much wider range of products, services, companies and brands to choose from, and a vast array of information sources to use in making buying decisions.
Good customer service is no longer a business differentiator – it’s a business fundamental. So it’s no surprise that meeting customers’ changing demands is the top objective for companies that are successfully transforming, even before other critical goals like increasing revenue.
Customers, in fact, dictate the speed at which organizations must transform, and the customer journey must always prevail over an adherence to legacy business processes. This is the definition of a human-centric approach – putting customer demands at the top of the priority list.